Director of Service Delivery

Job Description

About the Organization

We are a U.S.-headquartered global enterprise technology company delivering mission-critical cloud infrastructure, cybersecurity platforms, and managed digital transformation services to Fortune 1000 organizations across financial services, healthcare, government-adjacent sectors, advanced manufacturing, and global digital commerce industries.

Our service delivery organization operates at the intersection of enterprise technology implementation, long-term client partnerships, and operational excellence. We manage large-scale deployments of cloud infrastructure, enterprise SaaS platforms, AI-enabled analytics environments, and cybersecurity architecture across highly regulated industries where uptime reliability, compliance, and service continuity are essential.

As enterprises increasingly transition to hybrid and multi-cloud environments, the demand for highly structured service delivery leadership has grown significantly. Modern enterprise clients expect not only technical expertise but also disciplined delivery governance, proactive service management, and measurable operational outcomes that support their digital transformation goals.

Our organization operates complex client programs involving multi-year digital transformation initiatives, managed service engagements, and enterprise platform deployments across global markets. These engagements require coordination across engineering teams, cloud infrastructure specialists, cybersecurity professionals, data architects, and customer success organizations.

To maintain service excellence and strengthen client partnerships at scale, we are expanding our leadership team and seeking an experienced Director of Service Delivery who can lead enterprise service delivery operations while ensuring consistent client outcomes, operational performance, and scalable service frameworks.

This executive will oversee global service delivery operations responsible for ensuring that enterprise clients receive high-quality, reliable, and scalable technology services aligned with their strategic objectives.

Job Function

The Director of Service Delivery will oversee the organization’s global service delivery operations, ensuring that enterprise technology services are implemented and managed effectively for large-scale clients.

This role focuses on maintaining service quality, optimizing delivery frameworks, and strengthening long-term client relationships across global markets.

Essential Duties and Responsibilities

• Lead global service delivery operations responsible for implementing and supporting enterprise cloud and technology services.

• Develop and maintain service delivery frameworks that ensure consistent client outcomes across global programs.

• Oversee large-scale client engagements involving cloud infrastructure, enterprise SaaS implementations, and managed services programs.

• Establish operational performance metrics that measure service reliability, delivery timelines, and client satisfaction.

• Collaborate with engineering and infrastructure teams to ensure seamless deployment of enterprise technology platforms.

• Manage service delivery teams responsible for implementation, client onboarding, and ongoing operational support.

• Implement governance models that ensure projects are delivered on time, within scope, and aligned with client expectations.

• Monitor service performance metrics, including service-level agreements (SLAs), response times, system uptime, and customer satisfaction scores.

• Identify opportunities to improve service efficiency through automation, workflow optimization, and improved operational processes.

• Lead strategic client engagement programs focused on strengthening long-term relationships and service value.

• Coordinate cross-functional collaboration between customer success, product teams, engineering, and operations departments.

• Develop operational strategies that support the company’s expansion into new markets and service offerings.

• Present service delivery performance insights and operational updates to executive leadership.

Job Qualifications and Requirements

• 15+ years of progressive leadership experience in service delivery, operations management, or enterprise technology services.

• Strong experience working within enterprise cloud infrastructure, cybersecurity services, SaaS platforms, or digital transformation environments.

• Proven experience leading large-scale service delivery programs involving enterprise clients.

• Deep understanding of service management frameworks such as ITIL, enterprise program management, and operational governance models.

• Demonstrated success managing complex client relationships within global organizations.

• Experience overseeing distributed teams responsible for enterprise technology implementation and support.

• Strong operational leadership and cross-functional collaboration capabilities.

• Bachelor’s degree required in Business Administration, Information Technology, or related field; MBA or advanced degree preferred.

Personal Capabilities and Qualifications

• Strategic and systems-oriented operational leader

• Strong client engagement and relationship management capability

• Excellent communication and executive presentation skills

• High accountability for service reliability and operational performance

• An analytical mindset supported by data-driven decision-making

• Collaborative leadership approach across engineering and business teams

• Ability to manage complex operational ecosystems

• Commitment to delivering measurable client outcomes

Strategic Support

• Support the Chief Operating Officer in strengthening the global service delivery infrastructure.

• Contribute to enterprise digital transformation initiatives by ensuring scalable service implementation.

• Assist leadership in expanding service delivery capabilities across new industries and markets.

• Provide operational insights that support corporate strategy and growth planning.

• Strengthen partnerships with enterprise clients through improved service engagement models.

• Support product innovation initiatives by integrating customer feedback into service improvement strategies.

Working Conditions

• Fully Remote – United States

• Periodic travel for executive client meetings and service delivery leadership summits (25–35%)

• High-impact leadership role within enterprise technology operations

• Collaboration with distributed engineering, customer success, and operations teams

• Participation in executive planning sessions and global service delivery reviews

Compensation & Benefits

Total Executive Compensation Package: $325,000 – $415,000 USD

Compensation Includes:

• Competitive base salary within stated range

• Performance-based incentives tied to service performance metrics and client satisfaction

• Long-term equity participation and executive incentive eligibility

• Comprehensive health, dental, and vision insurance

• 401(k) retirement plan with employer contributions

• Remote work flexibility and executive home office support

• Leadership development and executive coaching programs

• Generous PTO and paid holidays

Why Join Us

• Join a global technology organization delivering mission-critical digital infrastructure solutions.

• Lead enterprise service delivery operations supporting Fortune 1000 clients worldwide.

• Work alongside executive leadership, shaping the future of digital transformation services.

• Competitive executive compensation aligned with measurable operational impact.

• Opportunity to build and scale a world-class service delivery organization supporting global enterprise technology platforms.